Network Management Packs

Leaseweb offers two ways to manage a network infrastructure:

1. Self-managed: You manage your network equipment (monitoring, backups, and other changes – with Leaseweb’s help when needed) and Leaseweb just fixes or replaces when something is broken
2. Network Management Packs (Leaseweb managed): Leaseweb manages the network equipment on your behalf, and you just tell us what changes you need.

In both options, all services to fix or replace your equipment (“Standard Support”) are included at no extra charge in the fee for the equipment.

Additional help, expertise, or execution of changes (“Advanced Support”) is charged on a usage basis. Service Level Agreements are available that drive Leaseweb’s response time to support requests and that include a number of pre-paid Advances Support hours, making the support costs predictable and decreasing the fee per hour.

Network Management Packs

Network Management packs include:

1. Daily configuration back-up

Every 24 hours, a configuration backup is made, which can be restored by Leaseweb in case the equipment is reshown or in case a non-recoverable configuration error was made in the configuration of the equipment.

2. Incident monitoring and resolution

Leaseweb’s monitoring systems monitor the device or service 24 hours per day and alert the Leaseweb operations staff in case of an incident or (risk of) performance degradation.

3. Incident and change logging

Leaseweb records, tracks, and analyzes every incident on an ongoing basis, providing actionable insight on network equipment issues.

4. Software updates

Leaseweb keeps track whenever a major update or a new stable OS version is being released. Whenever this happens, Leaseweb contacts the customer to check whether the customer wants to perform the upgrade.

5. Configuration changes

Leaseweb executes change configuration requests as Advanced Support tasks

Service Level Agreements

The Service Level Agreements (SLAs) for Dedicated Network Equipment are identical to the SLAs for other Dedicated Equipment (e.g. servers). Our Basic Service Level Agreement is free with all our dedicated network equipment.

Details	Basic	Bronze	Silver	Gold	Platinum
Free phone support	24/7	24/7	24/7	24/7	24/7
Response time	24 hrs	4 hrs	2 hrs	1 hr	30 min
Hardware replacement	24 hrs	4 hrs	3 hrs	2 hrs	2 hrs
Customer Portal	ⱱ	ⱱ	ⱱ	ⱱ	ⱱ
Hourly Rate Fee Advanced Support	99	89	79	69	59
Advanced Support Included	–	30 min	60 min	90 min	120 min

Data centers

Country	DC reference	Location
Netherlands	AMS-01 AMS-02	Haarlem Schiphol Rijk
Germany	FRA-10	Frankfurt
UK	LON-01 LON-12	London